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1 Job Description Job Title: Case Manager/Customer Service Department: Operations Reports to: Operations Manager FLSA Status: Exempt Prepared By: Rod Smith Prepared Date: January 30, 2015 Approved By: Rod Smith Approved Date: January 30, 2015 Posted Date: January 30, 2015 Summary Conducts case management and provides administrative support within CMKA s investigative/protective services group. Professionally manages and coordinates all case activity. Serves as the case s single point of contact for all operational, administrative, and customer service aspects from initial determination of client needs to case closure. Coordinates case activity with the Operations Manager. This position is key to the success of CMKA s inside sales effort. A significant measurement (20%) of the success of this position is aggressive outbound calls to acquire new business, win back lost business and expand existing business. The employee s primary duty includes the exercise of discretion and independent judgment with respect to matters of significance. Company Overview Founded in 1982, Clarence M. Kelley and Associates, Inc. (CMKA) is a professional investigative, asset protection, and security consulting firm based in Shawnee, KS. Utilizing expertise derived from various federal, state and local divisions of Law Enforcement; CMKA has positioned itself as a Midwest centered industrial leader. Clarence M. Kelley and Associates, Inc., through its staff of uniquely qualified professionals, has the mission of providing the highest quality investigative, asset protection and security consulting services while abiding by the highest professional ideals.. Education Four year college degree preferred and two year related experience and/or training; or equivalent combination of education and experience required.

2 Personal Attributes Customer service oriented Self-starter Interpersonal skills Multi-tasking Time and project management Attentive to detail Aggressive sales aptitude Extra effort willingness Fact based reporting Logical problem resolution Computer proficiency Qualifications and Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Case Management Duties and Responsibilities include: Case Management: After proper training, serve as Case Manager Operations Department. Essential duties include but are not limited to the following: Conducts initial coordination with clients to determine needs Presents client with a recommended scope of work / key tasks to accomplish and proposed budget for approval Opens case in Quick Books and starts a case folder Develops (if required) a Letter of Engagement, forwards to Operations Manager for signature, and then to client Develops and coordinates an investigative scope of work, including developing an investigative/protective service schedule to fit a client s budget Locates investigator/protection personnel and issues scope of work Maintains communication / dialogue with the client and investigator/protection agent throughout the duration of the matter to advise of current activity and coordinate future activity Orders background reports, vehicle searches, and conducts internet research to assist in investigation Maintains case activity log ( and telephonic) in Quick Books and case folder Tracks suspense s and keeps Operations Manager informed of case activity Proofreads and corrects investigator reports for spelling, grammar, and formatting

3 Consolidates investigator/protection detail report (that may include report and video) and invoice and forward to client Closes case in Quick Books and updates case folder Invoicing of all CMKA security contracts and all PSD assignments by end of day each Monday Scheduling of all PSD and contractual assignments Update all contract Post Orders; maintain file Maintain and update all division reports (Ex: Monthly Invoiced Hours) Strictly manage overtime to zero if possible Post employment adds, phone screen, schedule live interviews, interview candidates, hire, prep for field assignments Measure field agents and take necessary coaching and disciplinary action if needed Physically train at all contract locations for purposes of back fill in emergencies (up to 20% of the time; all shifts) o Occasionally visit sites for direction and improvement o Step in for emergency coverage or to avoid OT o On-call for dispatch approximately half of 24x7 time (other half is Operations Manager) o Log and report on unarmed call in/out to location Standard office hours Monday Friday 8:30 AM to 5:00 PM Be prepared to maintain a master investigator/protective service agent schedule for current and future cases. Be prepared to maintain investigator timesheets and expenses for all cases. Be prepared for all customer service, including phone, fax, or written communications. Be prepared after hours and weekends to run vehicle searches for investigations in progress with company provided communications technology. Be prepared after hours to initiate case activity based on client desires with company provided communications technology. Maintain and respond to programmed suspense s on case files. Adhere to CMKAse PRO procedures for investigative/protection matters. Contact clients for missing case open information or additional information needed for coverage.

4 Sales Key Responsibilities: Effective, daily outbound sales calls Keep accurate, complete call log (basic) Demonstrate sales results from calls Create new lead customer lists Gain referrals (contacts); other areas, divisions etc. Be a Team Leader; supportive of co-workers in their efforts. Be a leader toward a cohesive group. Customer Service Key Responsibilities: Meet customer deadlines Routine update advisories to customer Immediate call after report delivery Accurate, on time invoicing with consistent timing Survey customer after case closes to check for complete satisfaction Written, formal, step by step procedure per major insurance company customers, per their requirements Investigative Support Responsibilities: Maintain a liaison with the Background Company regarding all investigative leads. Serve as liaison between Operations Manager and Quick Books. Create investigative lead assignments for cases. Administrative Support Responsibilities: Review investigator timesheets and sub-contractor invoices for accuracy. Resolve all inaccuracies with investigators and sub-contractors. Forward timesheets for approval of hours and expenses. Resolve any file inaccuracies promptly. Maintain/organize case files. Lead maintaining Coverage/Event calendar for Protective Services. Be prepared to assist with tracking, maintaining, and giving prior notice to CMKA investigators for needed Continuing Education for license renewals. Maintain sub-contractor database for investigator and act as liaison when necessary. Maintain inventory of assigned equipment and to all in field. Assist in special projects when needed.

5 Contact all delinquent clients, 45 days or older. Maintain inventory of assigned equipment. Interview and recommend for hire new investigative/asset protection services agents. Potential Secondary Responsibilities: Protective Services cases Assemble detail packets for upcoming coverage and collect packets from protection team members upon coverage completion. Coordinate secure travel arrangements for international travelers providing armored vehicles and armed escorts and provide client with a transbrief. Surveillance cases Responsible for duplication of all video tapes for surveillance reports including converting and maintaining digital video, as well as creation of video clips to show important activity recorded on video. Administration (PSD Case Manager) Scheduling, Invoicing, Licensing All scheduling of security guarding contracts All invoicing of security guarding contracts and PSD assignments Manage all aspects of licensing for agency and individuals Maintain and give prior notice to CMKA protection personnel for needed continuing education for license renewals and coordinate new hire training. Maintain Access database to determine expiration of all licenses for agency and individuals Renew agency licenses Prepare and dispense application and renewal packets and meet with new employees to explain licensing procedures and requirements Send applications and renewal forms along with fees and other required documentation to cities and states. Research additional state licensing requirements as requested by upper management Scan and save copies of all licenses on the J drive when received and update the Access database. Send certificates of insurance to all states and cities that require them upon renewal in January of each year. Update licensing information/requirements files on J drive.

6 Schedule firing range and notify armed investigators when they need to qualify or re-qualify so they can become licensed or renew their licenses Prepare fire-arms paperwork for firearms trainer to take with him to the range. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All physical requirements of CMKA contract assignments. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Software Requirements Windows, Microsoft Word, Microsoft Excel, Microsoft Outlook, proficiency with Adobe Acrobat. Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, and government regulations. Ability to write routine reports and business correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to maintain a professional rapport with investigators/asset protection agents and sub-contractors. Ability to proficiently communicate with clients to provide feedback on specific needs. Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, margins, mark-ups proportions, percentages, and volume. Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several variables in multiple situations. Re-Location This position does not qualify for re-location reimbursement. (Employee signature) (Date)

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